Lesson 5-Computer Telephony Integration. Overview. The need for automation. Automated call distributors (ACDs). Interactive voice response (IVR). Computer telephony integration (CTI). The Need for Automation .
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Private branch exchange (PBX):
A diagram of a PBX network
Centrex (central exchange services) system:
Centrex (central exchange services) system (continued):
The most common types of SBR are:
Unified messaging capabilities in a help desk environment: